The most important thing for us at Saunastore is to guarantee you a safe purchasing experience. We have chosen our partners, from product manufacturers, transport companies to payment processing companies, on the basis of trustworthiness and credibility.

Delivery time from receiving your order to the package arriving to you can vary depending on the product, and the destination. Some products are stored, and their delivery can take 3-14 days. Other products are manufactured after receiving your order, and the production can take from 2 to 5 weeks. Then the shipment time will depend on the method and destination.

Packaging of the products is designed to withstand the strains of transport. Certain light and durable products may be packaged more lightly. Large saunas transported from Europe directly to the customer are packed to a wooden framed box. If during receiving the products you notice any damage in the actual products, not just the outside packaging, have the driver note and sign a description of the damage on the transport documents. Take some photos of the damage and send it to us. This will help our work considerably.

Deliveries within the USA are mainly done for sauna accessories by USPS, UPS or FedEx, and by truck freight companies for larger items such as saunas. All deliver the order to your door, but will not carry them inside. Truck freight companies often call you to make sure you are present to receive the delivery, but our experience shows this can not be guaranteed.

Deliveries of products shipped from Europe, that of Northern Lights Sauna products, are mainly carried out by DSV that is our main partner. Depending on the destination, and the goods to be shipped, we may use another company. All taxes and duties are paid, and the products are delivered to your door. We inform you of the estimated date of product arrival. We request the transport company to contact you in advance of the delivery, but based on our experience we can not guarantee it.

Your shipping address must be accessible by a delivery truck. If you live in an area or location which you know is difficult to reach by a large truck, or difficult to find, please let us know in advance, so that we an warn the transport company. You must be present to take the delivery, and be prepared to carry out the off-loading process, in case it is a semi-truck that has no tail lift. The truck drivers are not responsible for off-loading but may offer their assistance. Off-loading may require doing it by hand, part by part. The truck will only wait for a short time, so the quick off-loading must be planned in advance in that case.

Please inspect the condition and quantity of your order upon delivery. Shortage claims must be made to Saunastore within 7 days of delivery. You can use our claim form Return form to request for missing parts. Please take photos or document clearly what parts are missing.

Please refer to our General Sales Terms for guidelines on Warranty Policy. However, the principle in our actions is that we strive to fix what is wrong. This will require patience from you and all parties involved, but the end result is important. We will reply back to your claim made with our claim form Return form , to ask more information from you and to instruct you how we wish to manage partly or full return of the product.

You must repackage the produt to be returned with all related items in the original box or wrapping, and then package the product so that it will survive unharmed back to where we instruct to send the product.

Generally, credits made for returns include only the cost of the merchandise and the paid tax when applicable. Shipping and handling charges will not be refunded. There will be a 15% restocking fee deducted from all refunds.

If you wish to have more information about ordering or delivery, please contact us, as we are here to help you!